The statistics overview in the call log

Step 1 – Who has access?

• Allusers in a response group.

• Supervisors in the group.

• Users with the permission Full search and playback permissions.

The statistics overview shows a leaderboard and one overview for the groups you have selected in your search.

Step 2 – Open the statistics overview

1. First make one search in the call log.

2. Click on Show statistics overview.

Step 3 – Leaderboard

• Showing results per agent in the response group:

  • Outgoing calls

  • Incoming answered

  • Incoming interrupted

Step 4 – Statistics overview

• Presenting overall group performance as well as which agents perform best.

• Detailed statistics show:

  • Incoming calls

  • Outgoing calls

  • Missed calls

  • Average call time

  • Total talk time

• On agent level The same statistics are displayed, but broken down by agent.